Title: ICT Support Technician

Position Requirements:

  • Knowledge of Microsoft Windows operating system and Microsoft Office suite.
  • Experience with hardware (computers and audio-visual (AV) equipment), printers, digital cameras, Video Projectors etc.
  • Basic knowledge of structured cabling, Linux, and Novell operating system.
  • Understanding of networked environments.
  • Able to communicate basic instructions and information in written and spoken English.
  • Able to understand and act on written and spoken requests and questions in English.
  • Comfortable working in multi-cultural environment with non-Portuguese speakers.
  • Comfortable working occasionally with children.
  • Two years technical support experience.
  • Able to work with individuals with a range of technological expertise in a courteous and professional manner.
  • Able to remain calm and supportive with users in the midst of a technology "crisis".
  • Demonstrated ability to effectively communicate in a team environment.
  • Detail oriented, organized, self-motivated and punctual.
  • Able to work independently and handle multiple projects simultaneously and to prioritize tasks
  • Ability to react to change productively and handle other essential tasks as assigned.

Reports to and is evaluated by ICT Support Manager

Overview of Responsibilities:

  • Support and maintain all end-user ICT and AV equipment at Graded
  • Assure accurate inventory of ICT equipment.
  • Assist with other areas of the Information and Communication Technology department as requested.

Description of Duties:

  • Triage, resolve, document and, if necessary, escalate ICT support requests to assure timely resolution and accurate record keeping.
  • Maintain Help Desk records and provide monthly reports of Help Desk activity and resolution.
  • Schedules daily work based on Help Desk requests and preventative maintenance needs.
  • Maintain an accurate inventory of computers and software in Help Desk.
  • Assure complete and accurate records of support and ICT inventory.
  • Provide initial on-site computer troubleshooting.
  • Provides AV equipment support.
  • Unpacks, configures, inventories, images, and installs new computer peripherals.
  • Installs and tests software updates as directed.
  • Maintains ICT Department storage areas securely and orderly.
  • Schedules and performs preventive maintenance on computer systems.
  • Maintains up-to-date documentation in assigned areas of responsibility.
  • Participate in end-user events, as appropriate, i.e. client training.
  • Other duties as assigned.

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